Dallas Water Utilities offers payment plans to customers

DALLAS – DWU is offering payment plans to customers with past due balances. Currently 11% of DWU customers have past due balances of more than 60 days with 50% of them having a balance of under $300. DWU is encouraging customers with outstanding balances of more than 60 days to establish payment plans prior to Oct. 1, 2021.

At the start of the COVID-19 pandemic in March 2020, Dallas Water Utilities (DWU), like most water utilities across the country, suspended water disconnections and late fee charges. To ensure continued and efficient delivery of utility services, DWU will resume water disconnections for accounts that are past due and will begin applying late fees for past due balances starting Oct. 1, 2021.

“DWU understands that customers with past due balances are facing financial hardships,” said Director of Dallas Water Utilities, Terry Lowery. “DWU’s goal is to continue to provide this essential service and to help customers establish a payment plan that fits their budget to avoid disconnection or late fee charges.”

All residential customers will receive information in both their August and September utility bills encouraging them to contact customer service and establish a payment plan if their account is past due. DWU is also assisting customers with identifying non-profit agencies that may be able to provide financial assistance.

DWU Customer Service can be reached via phone at 214-651-1441, 8 a.m. to 5 p.m. Monday to Friday to help customers establish a payment plan that fits their budget. Customers can also email dldwucustomerserviceforadmin@dallascityhall.com where a representative will make contact to establish the payment plan. Customers are asked to include name, address, account number and preferred phone number when emailing.